ServiceNow Alternative And Competitors: UX, Implementation, Pricing, and Support

Brenda Gratas November 20, 2023
- 10 min read

Looking for a ServiceNow alternative that offers compelling features, competitive pricing, and excellent support? 

While ServiceNow has established itself as a prominent player in the IT Service Management (ITSM) and Enterprise Service Management (ESM) space, you may be willing to research some ServiceNow competitors before making a decision for your organization.

Fortunately, we got you cover! We have gone over multiple ITSM tools comparisons (and have the best service desk in the market) to highlight how they stand out from each other.

We're convinced that, by carefully evaluating your organization's specific needs and requirements, you can find an ITSM solution that fits your needs and budget.

In this article, we’ll explore InvGate Service Desk as a robust ServiceNow alternative, delving into its features, pricing, and support to help you make an informed decision for your organization.

 

Table of contents

 

TL;DR

  • ServiceNow offers a wide range of IT and line-of-business applications that targets multiple company needs.
  • Its licensing model can be expensive, and it also has significant add-on expenses.
  • ServiceNow's learning curve can be too steep, making it for new users hard to adapt to the tool.
  • InvGate Service Desk, on the other hand, has a very intuitive UX, with short implementation and training times.
  • It offers self-service capabilities, high customization, workflows, automation, and AI-powered features.
  • Both tools are fit for ESM purposes.

 

What is ServiceNow?

Example of ServiceNow's interface.

ServiceNow is a specialized company that provides a complete platform aimed at making IT Service Management and digital workflows more efficient for organizations. It offers deployment options both in the cloud and on-premises.

The company's main goal is to simplify and automate IT operations, enhance customer experiences, and facilitate digital transformation for businesses.

Established in 2004 and headquartered in Santa Clara, California, it offers a wide range of cloud-based solutions customized to meet the operational needs of different enterprises. Their solutions cover various areas, including ITSM, IT Operations Management, IT Business Management, Customer Service Management, Human Resources Service Delivery, Security Operations, and more.

Additionally, they have established strategic partnerships with well-known companies like NVIDIA and Juniper Networks, which further strengthens their presence in the market.

ServiceNow pros and cons

ServiceNow stands out as suite of modules with native AI capabilities and a wide array of integrations with other systems and applications. In addition, it's a recognized leader in the ITSM market with a large customer base.

Nonetheless, there's a downside you should be aware of before making a move:

  • ServiceNow is known to have expensive licensing and significant add-on expenses.
  • Its presence in some emerging markets is limited, with fewer local offices and hosting options.
  • It has a steep learning curve and is perceived as a complex tool for new users.
  • It also presents challenges in customizing workflows and processes, as well as difficulties and delays during implementation.

 

InvGate Service Desk as a ServiceNow alternative

 

 

InvGate Service Desk is a comprehensive ITSM software solution that helps organizations streamline their IT support processes and enhance overall service delivery to end-users. The software offers both cloud-based and on-premises deployment options, providing flexibility in choosing the hosting environment that best suits the organization's needs.

With InvGate Service Desk, organizations can create a state-of-the-art IT Services department aligned with industry standards like Incident Management, Problem Management, and Change Management.

Among its main features, it provides you with:

Reviewers on InvGate Service Desk said:

"The whole process from demo, to quoting, implementation, and launch has been great. We have a small team and was able to get this project complete ahead of deadline with the help of the great implementation team". IT in a Government organization

"The support team is knowledgeable and responsive. It has all the most common features you could expect from a cloud service ticketing system today, and they work well (knowledgebase, self-service portal, task assignments, approval flows, time management, reporting). The bang for the buck is excellent." IT in Non-Government organization

"Dashboards and reports Easy to use/intuitive, very good user experience for clients and agents Workflows, automation and customization options." General Manager, IT Services

Overview of each platform

InvGate Service Desk offers a modern, intuitive, and user-friendly interface that increases tool adoption.

InvGate Service Desk provides a user-friendly interface and robust ticketing capabilities, making it easy for users to navigate and effectively manage their tickets.

On the other hand, ServiceNow offers a broad range of IT and line-of-business applications, along with extensive features that cater to diverse business needs.

Pricing and costs

Switching costs extend beyond just the price of the tool itself. You should consider the associated costs to fully grasp the implications of transitioning between help desk software.

InvGate Service Desk offers competitive pricing and flexible licensing options, allowing organizations to choose a plan that suits their budget and requirements. In contrast, ServiceNow has a higher price point and may involve additional costs for integrations and certain features, which should be considered when considering the overall cost.

User experience

Users of InvGate Service Desk have provided positive feedback, appreciating its intuitive interface and efficient workflows. However, ServiceNow has received mixed reviews, with some users finding its platform complex and requiring a steep learning curve.

Implementation and customization

invgate-service-desk-self-service-portal

InvGate Service Desk is easy to implement and provides customization options, allowing organizations to tailor the software to their needs. ServiceNow, on the other hand, offers robust customization capabilities but may require dedicated resources due to its complexity.

Integration and ecosystem

InvGate Service Desk integration cheat sheet.

InvGate Service Desk has pre-built integrations and APIs, facilitating seamless connectivity with other systems and applications. On the other hand, ServiceNow offers a vast ecosystem with extensive integration capabilities, although additional costs may be associated with certain integrations.

Support and vendor relationship

InvGate Service Desk provides responsive customer support and takes a personalized approach, ensuring users receive the assistance they need. ServiceNow offers comprehensive support options; however, some organizations have encountered challenges in their vendor relationships, which should be taken into consideration when evaluating the overall support experience.

 

 

ServiceNow competitors

Want to explore ServiceNow competitors further? Then these articles might be of help:

  1. ServiceNow vs. ManageEngine
  2. ServiceNow vs. Freshservice
  3. ServiceNow vs. Ivanti Neurons
  4. ServiceNow vs. Cherwell
  5. ServiceNow vs. Jira
  6. ServiceNow vs. SolarWinds
  7. ServiceNow vs. SysAid
  8. ServiceNow vs. BMC Helix
  9. ServiceNow vs. TOPdesk
  10. ServiceNow vs. Aranda Service Management
  11. ServiceNow vs. Zendesk
  12. ServiceNow vs. SymphonyAI Summit
  13. ServiceNow vs. EasyVista
  14. ServiceNow vs. TeamDynamix

In conclusion

When considering a ServiceNow alternative, InvGate Service Desk is a compelling choice offering a user-friendly interface, robust ticketing capabilities, competitive pricing, and excellent support.

Make an informed decision for your organization's IT Service Management needs and explore InvGate Service Desk further. Request our 30-day free trial or book a meeting with our experts. Don't miss the opportunity to elevate your IT operations and enhance service delivery. 

Read other articles like this : ITSM tool comparison

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